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Rogers Business Phone User Guide en 01-25-2011
Rogers Business Phone User Guide en 01-25-2011
VOICEMAIL?
See what it can do for you.
The Rogers Message Centre
is Voicemail reinvented.
If you chose Voicemail, you
can now:
Receive your Voicemail
through email and manage
it online
Create up to 4 submailboxes for your ofce
And more!
See page 11 for details
CUSTOMER SERVICE
For any questions concerning your Rogers Business Phone,
call our Business Support Centre at 1 866 727-2141 to speak
to a business support representative.
*
*
*
*
*
*
*
*
9 8
9 3
9 2
9 4
Inside:
TECHNICAL SUPPORT
7 2
7 0
9
Access Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7 1
10%
Cert no. XXX-XXX-XXXX
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TO LEARN MORE
ABOUT ROGERS
SERVICES FOR
BUSINESS:
1. Visit Rogers.com/business
2. Call our Business Support
Centre at 1 866 727-2141
to speak to a business
support representative.
ADVANCED
VOICEMAIL
COMMANDS
After listening to a
Voicemail message, you can
use the following commands
for more information.
Press
To
1
2
4
Rewind
Date/time/length
of message
7
9
0
Cancel
Pause/continue
Listen to the
message again
Sarah Berkowski
Vice President
Small Business Services
Rogers Cable Communications Inc.
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TABLE OF
CONTENTS
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Calling Features
Business Voicemail
12
37
Contact Us
47
Index
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WHATS INCLUDED
WITH YOUR BUSINESS
PHONE SERVICE
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Emergency services
To contact emergency services (police, re, ambulance), dial 911.
In municipal systems where it is available, Rogers Business Phone
service fully supports the enhanced 911 emergency service by
making your company name, address and telephone number
available to the emergency centre serving your area.
*Note: Additional charges may apply
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Operator Assistance
If you need help placing a call, our operators can assist you
24 hours-a-day, 7 days-a-week. Just dial
. Several services
are available, including collect and bill-to-third-party calls.
Charges may apply.
For collect or bill-to-third-partyy calls, use our automated operator
assistance service by dialing
, followed by the 10-digit telephone
number that you want to reach.
NOTE: A nominal service fee applies to each Directory Assistance or Operator Assistance call. Long Distance charges apply, if necessary to complete the call.
A hearing person can contact someone who is hearing- or speechimpaired via the Message Relay Service by dialing
. There
is no additional charge for local calls.
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Calling Features
CALLING FEATURES
11
12
Voicemail Set Up
Personalizing Your Voicemail
Multi-Mailbox
Message Centre
New Message Alert (Phone, Email, Online)
Voicemail Broadcast
Fax
Call Display
Call Display Blocking
Per-Call Display Blocking
Call Forward
Enhanced Call Forward
Call Return Busy
Call Return Last
Call Screen
Call Trace
Call Transfer
Call Waiting
Distinctive Ring
Hunting
Simultaneous Ring
Three-Way Calling
Toll Block
Toll Block International
Operator Call Back
21
21
22
22
24
25
25
26
27
27
28
30
30
31
34
34
35
35
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The Business Online Manager portal includes four major tabs: Forwarding, Call Screen, Ring
Settings & Contacts
Forwarding
If you subscribe to Call Forward or Enhanced Call Forward, you can
manage these features online so that you never miss an important
call. Business Online Manager lets you quickly forward calls to your
Rogers Business Phone to any other landline or wireless number.
For more information about Call Forward and Enhanced Call
Forward, please see pages 22 - 24 of this guide.
Call Screen
If you subscribe to Call Screen, you can control the calls you receive
and block unwanted calls using Business Online Manager. Activate
or deactivate the feature, add or remove numbers from your list
with the click of a mouse. For more information about Call Screen,
see pages 26 of this guide.
Ring Settings
This tab in Business Online Manager makes it easy for you to take
your calls wherever your business takes you and control how and
where your business phone rings.
If you subscribe to Simultaneous Ring, you can set your business
phone and up to four other landline or wireless lines to ring at
the same time, so that you stay connected with your customers
wherever you are. For more information about Simultaneous Ring,
see pages 31-33 of this guide.
Turn unique ring tones on or off for Long Distance calls. If you
subscribe to Business Voicemail, you can change the number of
times your phone rings before the call is sent to Voicemail. For
more information about Business Voicemail, see page 12 of this
guide.
Contacts
Business Online Manager gives you instant online access to your
business contacts, so that your information is always accurate and
up to date.
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BUSINESS VOICEMAIL
Voicemail Reinvented
Manage your voicemail and fax messages through your online Message Centre. Message Centre is a
complimentary tool for Rogers Business Phone customers with a Business Voicemail subscription.
Message Centre
The Message Centre lets you manage your voicemails and faxes
online. This means you can download the voicemail audio les
or fax messages to your computer for viewing, listening and
forwarding. Plus you can get email notications about your
messages. Its the ultimate in exibility and convenience.
Voicemail-New Message Alert
Now you never have to miss an important message again.
Activate this feature and instantly be notied by email, pager,
wireless device, including your Rogers Wireless device, or at
another telephone number if any new messages arrive, no
matter where you are.
Fax
Receive, review, print and send fax messages from one convenient
online mailbox. Incoming faxes are sent to your Message Centre
mailbox. Additional settings include saving all faxes online, or
forwarding to a default fax number.
Multi-Mailbox
Multi-Mailbox allows you to create up to ve separate mailboxes
on a single Voicemail subscription, each with a private password
and separate message storage.
HELPFUL HINT
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from your business phone & enter your temporary password with
2. Enter your new Voicemail password (must be 4-10 digits) and press
to conrm.
For security reasons, it is very important that you change your password to a unique
4-6 digit number.
3. At the tone, record your rst, last or company name with
and press
4. Press
to conrm.
5. If you selected option 1, record your personal greeting after you hear the tone.
6. Press
after you have recorded your personal greeting, and listen to the playback.
Rewind
Pause/continue
Pause/continue
Fast-forward
Help
Help
Listen to the
message again
Return to
Main Menu
Listen to the
message again
Date/time/length
of message
Skip message
in progress
Cancel
Date/time/length
of message
TIPS What you can do to reduce the risk of fraudulent long distance charges and prevent your telephone voicemail security system from being breached:
Business Phone customers should change the default (Voicemail) password immediately.
We recommend that voicemail passwords contain 6 digits.
Employees should be encouraged to use difcult and unique passwords. The password should not be their phone number or a simple number combination (eg. 12345)
Never set passwords to a telephones local number when assigning a telephone to a new employee.
For security reasons, please change your password frequently.
Remove all unassigned mailboxes.
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BUSINESS VOICEMAIL
Personalizing Your Voicemail
You can customize your Voicemail by recording your personal greeting, setting your password and more.
TIPS
Here are a few ways you can personalize your Rogers Business Phone Service.
To record a personal greeting:
1. Dial
.
Then enter your password.
2. Press
.
3. After the beep, record your Personal Greeting.
Press
when complete.
TIPS
When you are leaving a Voicemail message for someone, you can save time and skip their greeting by pressing
If you make a mistake when you are leaving a message for someone else, press
.
to erase your message and start over.
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.
and
for sub-mailboxes.)
to listen
for
Away from the ofce, as a local call:
4. Press
9. Press
to record your own personal greeting. (Or press
to choose a standard greeting.)
and
to listen
10. Record your personal greeting after you hear the tone.
11. Press
after you have recorded your personal greeting,
and listen to your message.
to
and
TIP
to listen
Mailboxes and passwords can also be set-up online at the Message Centre - rogers.com/messagecentre.
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YOU HAVE
NEW VOICEMAIL
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at your greeting.
TIPS
To return to the beginning of a message, press
while you are listening to the message.
Want to nd out when a message was left? Press
when reviewing a message to hear the date, time and
duration of the message as well as the name of the caller who left the message (including their telephone
number, if available).
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2. Press
3. A group
p number is automatically assigned
g
to the group. Say the name you wish to associate with this group.
Press
to keep this name or press
to change it.
4. Enter the mailbox number (phone number) of the person you wish to include in the group. Enter the
sub-mailbox number when prompted, if applicable.
5. Follow the prompts to enter another subscriber to the Distribution List or press # if there are no other
subscribers you wish to add to the Distribution List.
To create a Voicemail Group Distribution List from the Message Centre:
1. Sign into Message Centre (rogers.com/messagecentre)
2. Select Voicemail Settings Tab.
3. Select Voicemail Broadcast Tab.
4. Select New Group Button
5. Select Create Group to create a new Distribution List.
6. Select a Group ID number and then select the Create Button.
7. Enter the phone number of the person you wish to include in the Group with the Add a New Member feature
(no spaces are required).
8. Repeat Step 7 to enter additional subscribers to the Distribution List.
9. When all subscribers have been entered, select the Submit Button.
10. Your online Voicemail Group Distribution List has been created.
HELPFUL HINT
If you try to add a phone number to the Distribution List that is not a Rogers Business Phone or Rogers Wireless
number, you will receive the following message: The phone number does not exist in the system.
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TIPS
If you have forwarded your fax line to another number, be sure to change it back to your default fax number
settings if you want to continue to receive faxes in your Message Centre Inbox.
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CALL DISPLAY
Call Display shows the callers business name and number on any phone with a display screen.
How to use Call Display: If you subscribe to the Call Display feature, this service is always on and you never need to activate it. After the
rst ring, the callers name and number will automatically be displayed.
Things to keep in mind when using your Call Display:
Some Call Display-compatible phones have advanced features
that allow you to display a list of callers as well as the date and
time the calls were placed. Consult the manufacturers user
guide for more information about your phone.
If some calls display as Private Name or Private Number, the
caller has intentionally blocked display of his or her number
and/or name.
The Call Display feature may not be available or may not display
correct information for calls made from public, business or
cellular telephones, calls placed by operators or some long
distance calls.
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CALL FORWARD
Call Forward keeps you connected wherever you are. By using this feature, you can have all of your
incoming calls forwarded to an alternate phone number, such as your cell phone or pager.
To activate Call Forward:
1. Dial
.
2. Dial the full 10-digit phone number that you would like
your calls forwarded to.
3. If someone answers after you dial the number, ensure
that you stay on the line for a minimum of ve seconds
or Call Forward will not be activated.
If the line is busy or there is no answer:
1. Dial
again.
2. Redial the phone number that you would like your
calls forwarded to. You will hear two beeps, conrming
that Call Forward is activated.
To conrm that Call Forward is activated:
1. Dial
. If you hear a busy tone, Call Forward is
activated.
To deactivate Call Forward All Calls:
1. Dial
.
2. Listen for two beeps and hang up.
HELPFUL HINTS
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1. Dial
and listen for the conrmation tone.
2. Enter the full 10-digit forward-to number.
3. If someone answers after you dial the number, ensure
that you stay on the line for a minimum of ve seconds
or Call Forward for busy calls will not be activated.
1. Dial
2. Hang up.
HELPFUL HINT
Subscribers to Rogers Business Voicemail cannot subscribe to Enhanced Call Forward Instead, all unanswered calls will go to Voicemail.
1. Dial
and listen for the conrmation tone.
2. Enter the full 10-digit forward-to number.
3. If someone answers after you dial the number, ensure
that you stay on the line for a minimum of ve seconds
or Call Forward - No Answer will not be activated.
4. Hang up.
1. Dial
2. Hang up.
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HELPFUL HINTS
HELPFUL HINT
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CALL SCREEN
Use this feature to reject incoming calls from a list of up to 30 numbers that you specify. Callers whose
numbers are included in your Call Screen list will hear an announcement indicating that you are not
accepting calls from their number.
To assign numbers to your Call Screen list:
1. Dial
.
2. Press
.
3. Enter the 10-digit phone number that you want to add
to your Call Screen list and then press
again.
To add the last number that called you to your
Call Screen list:
1. Dial
.
2. Press
.
3. Press
and then press
again.
To activate Call Screen:
1. Dial
. A recording indicates that the Call Scren
feature is off.
2. Press
.
The Call Screen feature is now turned on and calls from numbers
specied in your Call Screen list will not reach your phone.
.
.
3. Press
4. Press
again.
Your Call Screen list is now empty and no calls will be blocked.
To deactivate Call Screen:
1. Dial
. A recording indicates that the Call Screen
feature is on.
2. Press
.
The Call Screen feature is now turned off and all calls to your
number will reach your phone.
TIP Manage Call Screen from any Internet-enabled computer with Business Online Manager. See page 11 for an overview of Business Online
Manager, or view and download the user guide at www.rogers.com/businesshelp
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CALL TRACE
If you ever receive a threatening, harassing or obscene call, use the Call Trace feature to trace the number
from which the call was made. At your request, Rogers can provide the details of the call(s) to your local
police service.
NOTE: This service allows you to trace only the last incoming call. Call Trace should only be used in serious situations. We cannot release phone records to
you. After using this feature, you must contact your local police service to inform them that you have initiated a trace.
HELPFUL HINTS
Call Trace works for calls for which the display was blocked at
the callers request.
CALL TRANSFER
During a call, you can use this feature to transfer the person youre speaking with to another local
phone number. Please note: calls can only be transferred to other local numbers. Calls cannot be
transferred to Long Distance numbers.
To use Call Transfer:
1. While connected to a caller whom you want to transfer, press the hang-up (or LINK/FLASH) button on your phone.
2. After you hear a dial tone, dial the local number that you would like to transfer the current call to.
3. Once the new call has been answered, hang up your phone to transfer the call to that number.
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CALL WAITING
If youre on a call, Call Waiting alerts you to an incoming call with a brief tone. You can then choose to end
your rst call and take the second call, toggle between the two calls or ignore the call altogether.
To end your current conversation and answer
the call waiting:
1. Quickly end the current conversation and hang up.
Your phone will instantly ring and you can answer the
call waiting.
HELPFUL HINTS
TIPS
If you have Call Waiting and Call Display and have a phone
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HELPFUL HINT
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DISTINCTIVE RING
Distinctive Ring allows up to two additional phone numbers to be added to a single line. These virtual
numbers will have their own distinctive ring tones. The Distinctive Ring feature can also be used to share
a single phone line with a fax machine. (Consult your fax machine owners manual to program it to answer
Distinctive Ring phone calls.)
Distinctive Ring Patterns
1st Distinctive Ring = 2 long rings
2nd Distinctive Ring = 2 short and 1 long ring
HELPFUL HINTS
HUNTING
Hunting can help you manage several telephone lines at once. If your main (pilot) line is busy, the incoming
call will route to the next available line in your hunt group. Hunting helps reduce busy signals to your clients
and helps you make maximum use of all your lines.
How to use Hunting
When you subscribe to this feature, your business support representative can help you determine the
telephone numbers for the main (pilot) line and each of the member lines in the order that you want
calls to hunt (called a hunt sequence).
TIP
If you subscribe to Hunting, you wont be able to order Call Forward / Enhanced Call Forward on any of
the member lines in the hunt group, as this will hamper the hunting sequence. Voicemail can be ordered
on the pilot line only.
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SIMULTANEOUS RING
Simultaneous Ring enables incoming calls to ring at your phone number and up to four additional phone
numbers at the same time so that you dont miss important calls.
Simultaneous Ring can be managed in one of three ways: by using Business Online Manager from an
when you are at your business; or through
Internet-enabled computer (see page 11); via star code
a Remote Access Number with PIN when you are away.
To change your Simultaneous Ring PIN:
1. Dial
2. Press
.
.
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4. Press
5. Press
again.
to conrm.
Your Simultaneous Ring list is now empty and no additional
phone numbers will be alerted.
To deactivate Simultaneous Ring:
1. Dial
.
2. A recording indicates that the Simultaneous Ring feature is
on.
3. Press
.
The Simultaneous Ring feature is now turned off and no
additional phone numbers will be alerted.
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2. Press
2. Press
.
again.
.
again.
5. Press
6. Press
6. Press
again.
2. Press
.
again.
6. Press
7. Press
again.
8. Press
to conrm.
2. Press
2. Press
.
again.
6. Press
.
again.
3
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THREE-WAY CALLING
Conference in two other callers with Three-Way Calling.
HELPFUL HINTS
If either the FIRST or SECOND person hangs up, your call will
not be interrupted. However, if you hang up, the three-way
call will end.
Using Three-Way Calling temporarily disables all Call Waiting
features for the duration of the call. Call Waiting is restored
once the three-way call ends.
If you use Three-Way Calling for a Long Distance call, charges
will apply.
To conference with more than three people, please visit
www.rogers.com/business or call our Business Support
Centre at 1 866 727-2141 to speak to a business support
representative about Rogers Conferencing Services.
TOLL BLOCK
Toll Block protects your business from unwanted Long Distance charges by preventing North American
and international Long Distance calls from your Rogers Business Phone. Long Distance calls using directory
assistance (411) are blocked as well as directly dialed Long Distance calls.
To activate Toll Block on your line, call our Business Support Centre at 1 866 727-2141 to speak to a
business support representative.
TIP Toll Block & Toll Block International (see next section) do not prevent collect calls or operator-assisted directory
assistance calls. To block these kinds of calls, you must activate Operator Call Block (see page 35).
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36
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39 - 43
44 - 46
General Questions
44
41
41
45
42
45
45
46
42
42
43
Troubleshooting
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TROUBLESHOOTING
Checking your Rogers Business Phone Terminal
Occasionally, one or more lights on the Rogers Business Phone Terminal may ash or go out. This section
contains information about troubleshooting changes in the normal LED light pattern.
The front of your terminal contains a series of LED indicators (lights) that indicate the status of various
elements that provide your phone service.
During normal operation:
All of the lights will remain on and steady except for the Link LED.
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TROUBLESHOOTING
FRONT:
A = Battery Light
B = Telephone 1/2/3/4 Lights
C = Power
BACK:
A = Telephone 1/2/3/4 ports
B = Reset Button
40
Note: The installed phone terminal may be different than shown above. Depending on your line requirements you may have
received a 2, 4 or 8 port terminal.
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TROUBLESHOOTING
No dial tone.
I cannot place calls.
If you have a single line telephone:
1. Try placing a call from a different phone in your business.
2. Ensure that all your phones are properly connected to their
jacks, that they are not off the hook and that they are plugged
into a wall outlet (if they require power).
3. If you are using a cordless phone, make sure that the handset
is in range of its base and that it is properly charged.
4. Ensure that a telephone splitter has not been connected
between your Rogers Business Phone Terminal and the
telephone jack.
5. Unplug each of your phones from its jack and try connecting a
single phone to isolate the problem to a specic phone or jack.
If you hear a dial tone, it may indicate a problem with one
of your jacks.
If you do not hear a dial tone from any of your jacks,
go to step 6 below.
6. Check the LED pattern on your Rogers Business Phone Terminal
to ensure that it is working correctly. During normal operation,
all of the lights on the front of your Rogers Phone Terminal will
remain on and steady except for Link LED which will remain off.
7. If your Rogers Business Phone Terminal is not working correctly,
follow the steps below to reset it.
Steps to Reset the Rogers Business Phone Terminal
1. Look at the back of the Rogers Business Phone Terminal and
locate the reset button.
2. Press and hold the reset button with a paperclip until the lights
on the front of the terminal turn off.
3. Release the reset button.
4. The terminal will begin the start-up sequence, which takes
approximately 5 minutes.
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TROUBLESHOOTING
I hear static and/or a hum while on a call.
Static or hum on a line may indicate trouble with the phone, the
wiring or the jacks. Follow these steps to troubleshoot:
1. Unplug each of your phones from its jack and try connecting a
single phone to isolate the problem to a specic phone or jack.
NOTE: If possible, use a corded phone for the steps below.
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TROUBLESHOOTING
I am having a problem programming my fax machine
to accept incoming faxes.
Depending on which features you subscribe to, your fax
machine may not be correctly programmed to accept incoming
faxes. Verify the following information to ensure your fax
machine is set up properly:
1. Is your fax machine properly installed and powered on?
No Please review the fax machine manufacturers
user guide.
Yes Go to step 2.
2. Has the ring pattern required to activate your fax machine
been set?
No Please set the activation ring pattern on your
fax machine.
Yes Go to step 3.
3. Is your phone capable of making the ring pattern to activate
your fax machine?
No Set your fax machine activation ring pattern to one
that your phone is capable of making.
Yes Go to step 4.
4. Call our Business Support Centre at 1 866 727-2141 and request
Technical Support (option 3).
NOTE: Rogers offers a feature called Distinctive Ring that is perfect for fax
machines. Distinctive Ring allows you to have multiple phone numbers
with corresponding Distinctive Rings for each number. You can assign a
specic phone number, with its own distinctive ring, for your fax machine.
This is all done without installing new lines in your business. See page 30
for more information.
LINE
DESCRIPTION
1 ring
3 rings
(1 long and 2 short)
by default this is
turned on
TIP Dial
to activate/deactivate the Long
Distance ring notication, Dial *49 or use the Business
Online Manager (See page 11 for an overview of the Business
Online Manager, or view/ download the user guide at
www.rogers.com/businesshelp. By default, the Long Distance
ring notication this is activated. If you do plan on using a fax
machine on your line, Rogers suggests that you turn off the Long
Distance ring notication.
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Why does my hunt group only hunt if the line is busy? How
can I make the lines hunt if the pilot line is unanswered?
Hunting to the next line in a hunting group occurs only when the
pilot line is busy. Calls to the pilot line that are unanswered will go
to Voicemail if that feature has been activated. Calls made directly
to the member lines do not hunt.
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CONTACT US
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Contact Us
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CONTACT INFORMATION
Business Sales and Support Centre
1 866 727-2141
Hours of operation
Monday to Saturday 8:00a.m. 9:00p.m. EST
Business Voicemail
1 87ROGERSVM (1 877 643-7786)
For information about Internet and TV services for business, visit Rogers.com/business.
TIP Before you call Technical Support
To help us provide efcient service, please be prepared to provide your business account number and
telephone number(s) to the Rogers Technical Support representative.
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See rogers.com/business for details. Trademarks of Rogers Communications Inc. or of Rogers Wireless, used under license. All other brands, names and logos are trademarks of
their respective owners; all rights reserved. 2009
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NOTES
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